The College will be closed from March 4th through March 8th for spring break. During this time, the Information Services team will be performing technology upgrades and maintenance periodically which may cause intermittent service disruptions. These required changes and maintenance to college systems are completed during spring break to minimize the interruption of service and maintain our college systems operationally year-round. Please submit a ticket in to the Help Desk if you have any questions or concerns. Thank you, Information Services Team

Colleague

Service Group

Faculty/Staff

Service Dependencies

Ethos Single Sign-On and Internet

Service Department:

Operations and Enterprise Management

Service Description

Brief Description:
Colleague is the ERP system for the college. Various applications connect to it, including Self-Service, WebAdvisor, Colleague UI, and Informer.  
Features:
It is a database system that houses all student and employee data.
Available Hours:
Colleague services are unavailable 1am-2am nightly, 5am-7am Fridays, 10pm-12am 3rd Saturday of each month. 

Help

How to Access:
Via UI, Informer, SS or WA

FAQ's:
None

Training Available:
Faculty will need to contact Zhivi Williams in the DE department at de@rccc.edu.
Staff will need to talk to their supervisor. 


SLA

All service level requests will be initially handled by the Service Desk. 

Priority Levels and Response Times:
A priority system will be applied to all calls and tickets by the Service Desk and routed to the appropriate department according to the following criteria:
Priority, Impact, Definition, Response Time, and Resolution Time

Priority: 1
Impact: Critical
Definition: A number of college systems impacted or affects multiple people significantly
Response Time: Within 30 minutes
Resolution Time: 4 business hours or until fixed
Priority: 2
Impact: High
Definition: Affects small number of people significantly
Response Time: Within 1 business hour
Resolution Time: 10 business hours
Priority: 3
Impact: Normal
Definition: Affects small  number of people, but work can still be performed
Response Time: Within 3 business hours
Resolution Time: 24 business hours
Priority: 4
Impact: Low
Definition: Affects One person, but work can still be performed
Response Time: Within 1 business day
Resolution Time: 48 to 72 business hours

Status


Report a Problem

Problems with this service should be reported to the ITS Service Desk. The Service Desk is available Monday-Friday 8:00am-5:00pm. You can contact us directly by calling 704-216-7200 or by visiting our Service Desk Portal site. A ticket will be created to track this issue and provide further communications. 

Documentation

Additional documentation can be found on our Jitbit Knowledge Base
Creation date: 11/22/2021 7:44 AM      Updated: 6/13/2023 11:38 AM